Sears Outlet Stores - Hayward

I scheduled an appointment with them online. They never showed up the day they said they would.  I had even received a confirmation email stating they would be there. When I called the girl later, she said I would need to reschedule. Then she rescheduled me for four days later and did not bother to tell me about it.

Our Dishwasher stopped pumping out water from the tub and the repair service was quoting half the cost of a new one for a refurbished pump.... Not on my watch.. I started looking around at the big box stores and found a model of GE Profile Dishwasher that had all the features that the Boss of the House had on her wish list... Delayed Wash, Steam Pre-Wash, Soap and Jet-Dry on board storage and auto dispense, adjustable racks, dual zone wash selection and more.  Prices were $1200 to @1500 for the model we wanted with these features, then I searched on Sears Outlet.com and there it was.... well 7 of them actually from 23 miles away to 1700 miles away. Available for pickup or delivery (with extra charge). This store is in Hayward, we are in San Jose so it was either $69 to have them deliver or drive up and pick it up (and being able to inspect it first.   Upon arrival in the complex you first see the Sears name on the side of a large building.... not the right building that is the regular Sears store. The outlet store is the building to the north of the regular store back toward Winton.  Store is well organized, Staff was well informed and located the item I found on the web quickly and pulled it out so it could be inspected. We noted that it was missing a pair of brackets and the drain hose.  They called the in house tech over and he determined that in our application (granite counter top) we would not use the missing top mount brackets and showed us the side mount hidden holes and provided the factory screw bag to allow easy installation.  He also offered to send us a new hose from the warehouse or if I wanted he would find one on one of the GE Profile units they had on display and give us that one so we wouldn't have to wait for a delivery.....
The item was new and perfect, there was some kind of marking on the handle which was removed by rubbing it with a cloth and a bit of solvent so the mark that got it returned to the store by the original buyer who refused the delivery was only dirt.
Cost.... almost HALF off the regular price for a dirty handle.  Full Factory Warranty, + 3 year extension with an option to renew at the end of the 4th year... you just cant beat it.

They came out twice and were not able to fix my appliances. They are not delivering the services I was expecting from a company like them. I will be looking for another company to use. I was feeling like they were trying to put us off. We were very unhappy with the services.

This is the email that I sent to Sears Home Services on January 4, 2012 regarding the repair of my LG dishwasher:

I just spoke to a Sears employee on the phone who informed me that the most you are going to offer me for your mistake is $60 instead of the $226.60 that I spent on a part that was completely unnecessary to fix the problem with my dishwasher! On  November  18. 2011 one of your technicians from Sears came to my home to fix an LG dishwasher that is 4 years old and was failing to heat the washing water and to dry the dishes.  He said that he wasn't familiar with the LG product and would have a support person on the phone while he did his repairs to walk him through.  I was listening in the other room when he told the person on the phone that it looked like the wires had melted because there was a black tar like substance over the wires.  The person on the other end said that was something that they put over the wires to protect them.  The support person on the other end of the phone said that the problem was what the technician called the "heat pump" (it is called the sump assembly on my receipt).  The technician said that the part would have to be ordered it would cost $226.60 and when it came to the house they would send someone to install it.  It came a week or so later and the next technician, Jeff, came on November 30, 2011 to install it.  When he was installing it he mentioned that there had been a slight leak under the last pump and that he cleaned up a little bit of water and made sure to seal the new pump well.  I said we hadn't had any problem with leaking under the dishwasher but thanked him for his diligence.  He said that he ran the dishwasher and it was working fine so I took his word for it but the next time I ran the dishwasher nothing had changed - the water still wasn't getting hot and the dishes still were not drying.  I call again and explained that the problem had not been fixed by replacing the "heat pump" and I needed another technician to come back to find out what was really wrong with the dishwasher.   On December 7, 2011 the third technician came to the house, took the cover of the dishwasher door and went right to the problem - the wires had melted through and were not connected under that tar like substance that the first technician had mentioned!!!  It took him only a few minutes to repair the wires and put the cover back on the door and everything worked as good as new! On December 8, 2011 I called Sears and said I would like to be reimbursed for the part that I purchased that was totally unnecessary.   I have spoken to four representatives since lodging this complaint.  The first person told me he would open a billing dispute and gave me a case number and said someone would contact within 48 hours.  A week and a half later when I hadn't heard anything I called again and a very nice woman named Christen apologized and said that she couldn't find any record of that billing dispute number!  I explained the situation again to her.  She assured me she would open another billing dispute and said that she would email me the details.  I never got an email.  Two weeks later I called and was told by a woman named Linda that the dispute had gone to the service department on 12/21/11 and was still being discuses.  On January 3, 2012 I got a message on my home phone saying that the dispute had been resolved and to call Dana back to let them know if I would like a check or the amount (no specific amount mentioned) put on my credit card.  I called back the number that Dana left the next day and was told that I couldn't speak to Dana but the representative that answered the phone would be happy to help me.  She said that she would need a minute to read though the notes and when she came back on the phone started to tell me something that was completely incorrect so for the fourth time I relayed the story of what happened with my dishwasher repair after which she said that she could send me a check for $60!!! Needless to say I am not happy with Sears service department nor with the billing dispute process!  The latest development is that today January 4th I got a call back from Claudia, apparently a manager at Sears Home Services.  For the 5th time I explained exactly what happened word for word as I explained above.  When I was done she said to me "but our records show that we did install the pump".  argggg!!!  I said "didn't you hear anything I just said?!  The pump was not the problem - I paid $226.60 for a pump that I did not need, that did not fix the problem on the advice of a person on the other end of the phone talking to the Sears technician - I would like my money back please!!!  She said the claim was denied and she would send it back to the "processing team" and someone would contact me in the next 24-48 hours (that's what I was told the first time back on December 8th - I won't be holding my breath!).  The Processing Team doesn'thave a phone number I can call nor can I have a persons name to contact.  At this point I am extremely frustrated!!!